Troubleshooting the Management Pack (Palo Alto Networks)

Once you have finished Installing the Management Pack (Palo Alto Networks) and Configuring the Management Pack (Palo Alto Networks), check the Collection State and Collection Status for the adapter instance on the Solutions page. If they show as Not Collecting or No Data Receiving, respectively, the following troubleshooting topics can help you diagnose and correct common problems with your adapter instance.

  • Test Connection Errors
  • Adapter and Collector Log Files


Test Connection Errors

When Creating an Adapter Instance (Palo Alto Networks), click Test Connection after entering all of your configuration settings to ensure vROps can connect to the specified host.

The following errors are possible:

Login failed. Please verify username and password.

Error Message: “Login failed. Please verify username and password.”

Description: When Creating a Credential (Palo Alto Networks), ensure the username and password entered for your Firewall are correct.

Failed to establish an SSL connection.

Error Message: “Failed to establish an SSL connection.”

Description: When Creating an Adapter Instance (Palo Alto Networks), ensure the SSL Configuration Advanced Setting is set to either No Verify or Verify. If you selected Verify, ensure that you have also completed Adding an SSL Certificate to the vROps Truststore (Palo Alto Networks).

Connection timed out.

Error Message: “Connection timed out.”

Description: Ensure the host specified when Creating an Adapter Instance (Palo Alto Networks) is reachable.

Login request failed with status 400. Ensure you are using the correct SSL protocol.

Error Message: “Login request failed with status 400. Ensure you are using the correct SSL protocol.”

Description: This error occurs when the SSL Configuration Advanced Setting is set to No SSL when Creating an Adapter Instance (Palo Alto Networks), but SSL is required. Verify protocol.

Authorization failed. Please verify user has 'Configuration' permissions.

Error Message: “Authorization failed. Please verify user has 'Configuration' permissions.”

Description: Ensure the user has permissions to make Configuration API calls. See: Assigning User Permissions (Palo Alto Networks).

Authorization failed. Please verify user has 'Log' permissions.

Error Message: “Authorization failed. Please verify user has 'Log' permissions.”

Description: Ensure the user has permissions to make Log API calls. See: Assigning User Permissions (Palo Alto Networks).

Authorization failed. Please verify user has 'Operational Requests' permissions.

Error Message: “Authorization failed. Please verify user has 'Operational Requests' permissions.”

Description: Ensure the user has permissions to make Operational Requests API calls. See: Assigning User Permissions (Palo Alto Networks).

Adapter and Collector Log Files

You can review adapter errors in the adapter and collector log files, which can be viewed in the vROps UI or in an external log viewer.

  • Adapter log files are located in the $VCOPS_BASE/user/log/adapters/PaloAltoAdapter/ folder.
  • Collector log files are located in the $VCOPS_BASE/user/log/ folder.

To set the base log level for the collector in vROps:

  1. Navigate to Administration > Logs.
  2. Expand the MASTER folder, then select the COLLECTOR folder.
  3. Click the Edit Properties icon.
  4. In the Root logger level drop-down menu, select the desired option:

    • The default logging level is warning.
    • To troubleshoot issues, set the logging level to info.
    • To view detailed messages, including micro steps, queries, and returned results, set the logging level to debug.

      If you set the logging level to debug, log files can become large very quickly. Set the logging level to debug only for short periods of time.


For more information about viewing log files and modifying levels, refer to the vROps online help.